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Standard Bank’s Customer-Centric Transformation | Salesforce

6 Jun 2024 · 1 min

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A short interview-style video where Standard Bank describes its digital transformation with Salesforce (Einstein One platform) and Mulesoft to centralize APIs and improve customer service. The bank—serving clients for 161 years and described as the largest bank in Africa by assets—worked with Salesforce professional services to implement solutions: an initial 90-day implementation scaled into nine additional countries at ~20% of the initial cost, reduced open cases ~86%, improved customer satisfaction ~28%, and moved governed APIs from 0% to about 70% within six months.

Questions this video answers

161 years.

The largest bank in Africa by assets.

90 days.

Scaled to about nine more countries at about 20% of the initial cost.

About 86% reduction in the number of open cases.

Chapters

We are always trying to put the customer first, trying to put the customer at the center of everything that we do.
So we partnered with Salesforce to deliver Einstein one platform as a solution to the current challenges that we faced. The Standard Bank Group has been serving clients in Africa for more than 161 years.
We actually are the largest bank in Africa by assets. We're seeing more demand for customers to be served the way they want to be served.
We have many legacy systems, so there's no single view of the data.
When we looked deeper into the API world, a lot has been built, but the processes and the standards were inconsistent. We needed to build a central repository. We understood then that we needed to digitally transform.
We worked with the Salesforce professional services team. From our first implementation that took 90 days, we were able to scale to about nine more countries at about 20% of the initial cost. Ever since we got into financial services cloud, our call center team are taking a much shorter time. We've been able to reduce the number of open cases by about 86%. Einstein One service is empowering our agents with real time visibility over client interactions. We've seen our customer satisfaction improve by 28%.
We requested Mulesoft to give us an API marketplace that is fully functional. It has got a lot of self service to attract more customers to the platform. I'm very glad to say we had it live. In less than six months we were able to catalog and govern APIs. We moved from 0% of governed APIs to about 70%.
We are putting the client at the center of everything we do. That will drive customer success for clients in Africa and business success for us.